Support Analyst Tier 1 (Supply Chain Software)

Location: Remote Mexico

Company

hirify.global develops supply chain software solutions that help organizations streamline operations, reduce costs, and improve efficiency.

What you will do

• Provide first-level customer support by phone and through a ticketing system.
• Gather information, troubleshoot software-related issues, and resolve cases using defined runbooks, policies, and procedures.
• Document cases accurately, assess and triage tickets, and route or escalate them to appropriate internal teams, support levels, partners, or vendors.
• Meet defined first-response and resolution SLAs while maintaining case hygiene, low escalation rates, and a low unanswered-call rate.
• Create and maintain documentation to expand Tier 1 service coverage.
• Use active listening, empathy, and clear communication to support customer satisfaction.

Requirements

• Strong customer service skills with the ability to multitask, prioritize tasks, and self-manage.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to quickly learn relevant processes and applications.
• Excellent listening, oral, written, and interpersonal communication skills.
• Strong teamwork, integrity, and positive attitude.
• 0–1 year of technical customer support experience.
• Fluency in English.

Culture & Benefits

• Full-time remote work from Mexico.
• Inclusive, equal-opportunity workplace committed to reasonable accommodations.
• Career development opportunities and tools to support growth.

Hiring process

• Submit the application through the company career site.